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Improve Real-time Service Diagnostics for Customer Care


A large international cable company was facing the challenge of an unstable environment and performance issues of the legacy integration platform that supports their service diagnostics functions. Service diagnostics functionalities provide the global customers and the customer care employees with the possibility to analyze and resolve in real-time voice and Internet modem related issues. Hence they are key elements in improving the customer experience. We were asked to provide a turn-around solution to migrate the services with zero business disruptions while resolving the existing performance and stability issues. As the project has direct customer impact, fast speed of delivery without sacrificing quality was a main driver to ask us to work on this project.


  • Improve the stability and performance of the current service diagnostics solution.
  • Create a stable and well performing integration solution.
  • High level of flexibility and agility to extend the integration services to additional countries.
  • Speed up the delivery of new integration projects without sacrificing the quality.

Our Solution

We took the full responsibility of this project from architecture to implementation of the solution into production. We re-established the confidence in the integration platform and delivered an efficient integration approach that makes it possible to realize the migration to the new integration platform and resolving existing stability and performance issues. We helped our client:

  • Analyze root cause of performance and stability bottlenecks and re-design the solution based on the new integration platform architecture (Oracle Fusion Middleware based).
  • Implement the integration solution based on our test driven implementation approach using virtual services. Our continuous integration and delivery based approach enabled us to roll out and test our solution in a fast paced mode.
  • Tune the integration platform and execute the performance and stability test to ensure that the platform is able to handle the forecasted load / requests.

Benefits / Results

Our engagement with our client created great confidence in the integration platform as stability and performance have been improved. Our integration solution provides the organization with improved operational insights and an easy to maintain solution. In addition, the integration framework based approach provides standardization and central governance of integration services, thus enabling the re-use of these services.

We have helped to realize this project with zero business disruption within the agreed timeline. The benefits so far:

  • 60% reduction in response time of the service diagnostics check, resulting in improved customer experience and reduction of waiting time for customer care employees.
  • Improvement of production environment availability resulting in zero production incidents in the first 3 months of go-live.
  • Established a set of reusable assets including virtualized test services, standardized scripts and tooling that can be re-used by future projects with minimal customization effort.

Services provided

  • Solution and Integration Architecture
  • Enterprise Integration Design and development
  • Test Driven Development & Unit Test
  • Automated Deployment and automated System Testing
  • Performance and stability testing for integration layer
  • End-to-end Infrastructure Alignment
  • End-to-end System Integration Test and User Acceptance Test Coordination